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Introduction

Even with a robust health scoring framework, certain high-impact risks require immediate attention. By using health score overrides, you can manually adjust health scores for critical accounts where automated scoring may not capture sudden risks. This ensures that your most valuable customers receive timely interventions, helping to mitigate churn and maintain strong relationships. This article will walk you through setting up and using health score overrides in Gainsight to manage risks more effectively.


Step 1: Identify Critical Risk Factors for Overrides

Start by defining which customer risks should trigger immediate health score overrides:

  • Loss of Key Stakeholders: If a key decision-maker leaves, consider manually adjusting the customer’s health score to reflect the heightened risk. Use Sponsor Tracking to monitor stakeholder changes.

  • Product Underutilization: If a high-value customer isn’t using critical features, adjust their health score manually using Scorecards.

By identifying these key risk factors, you ensure immediate action is taken on accounts that matter most.


Step 2: Override Health Scores for High-Risk Accounts

When critical risks arise, manually override the health score to reflect the urgency.

  • Configure Health Score Overrides: Use the Scorecards feature to manage health scores across multiple scorecards, allowing you to adjust the score for high-risk accounts when necessary.

  • Add Custom Measures: Add custom measures to account for factors not captured by the default health score. For instance, use a manual score adjustment if a customer misses key project deadlines or milestones.

Health score overrides help flag urgent accounts for your team to prioritize quickly.


Step 3: Trigger Playbooks Based on Health Score Overrides

Once a health score override is applied, trigger Playbooks to guide CSMs on next steps.

  • Deploy Risk Playbooks: Automatically trigger Gainsight Playbooks when a health score falls below a certain threshold due to a manual override. This ensures that CSMs know exactly how to respond, whether it’s escalating to leadership or reaching out directly to the customer.

Playbooks help ensure that the appropriate response is activated without delay, improving the chance of mitigating risk early.


Step 4: Monitor and Adjust Overrides Regularly

Once overrides are in place, it’s important to continuously monitor and adjust them as needed.

  • Review Override Effectiveness: Use Dashboards to track the impact of health score overrides and assess whether these adjustments are leading to better engagement and risk mitigation.

  • Refine Criteria for Overrides: Regularly evaluate which risk factors justify an override. For instance, if certain customer behaviors (e.g., feature underuse) consistently lead to churn, adjust the health score weightings or create automated rules for overrides in the Rules Engine.

By continually refining your override strategy, you ensure that your health scores remain relevant and actionable.


Next Steps for Success

With health score overrides in place:

  • Monitor high-value accounts: Use health score overrides to flag critical customers and ensure your team is focusing on the accounts that need immediate attention.

  • Automate Playbooks: Set up automated Playbooks to ensure that any manual overrides automatically trigger risk-mitigation actions.


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